Nebula incident
Degraded performance on calls and dashboard access
Nebula experienced a minor incident on October 21, 2025 affecting Core Network and Dashboard and 1 more component, lasting 19h 50m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 21, 2025, 10:26 AM UTC
We're investigating issues with degraded performance on calls and dashboards for customers under one zone. Our engineers are working on this with urgent priority.
- investigating Oct 21, 2025, 10:50 AM UTC
Affected customers may also see issues with our softphone applications. We continue to investigate the issue with priority.
- investigating Oct 21, 2025, 11:13 AM UTC
Service is restored to dashboard access for the majority of cases, and we continue to work on the degraded performance with calls with urgency.
- identified Oct 21, 2025, 11:34 AM UTC
Our team have identified the issue and working to mitigate the issue, and are seeing signs of recovery. Will provide another update within 20 minutes.
- identified Oct 21, 2025, 11:55 AM UTC
Recovery efforts are still ongoing. Will provide another update within the next 20 minutes.
- identified Oct 21, 2025, 12:13 PM UTC
Efforts to restore services for affected customers are still ongoing, and we're still seeing disruption across dashboards, apps, handsets and calls. Next update in next 20 minutes.
- identified Oct 21, 2025, 12:25 PM UTC
Our team are limiting traffic to different areas of the platform while we work to mitigate the issue, and various elements may temporarily go offline during this process. Next update in 20 minutes.
- identified Oct 21, 2025, 12:54 PM UTC
Recovery efforts are ongoing and various services are being intentionally limited while we work to resolve. We apologise for the ongoing inconvenience.
- identified Oct 21, 2025, 01:43 PM UTC
Our Team have identified the root cause and are working to restore service ASAP. Next update in 20 minutes.
- identified Oct 21, 2025, 02:07 PM UTC
We are seeing some services returning to normal, including and calls. We are incrementally restoring other services such as dashboard access, chat and soft phone applications, and we expect all services to resume normal operation very shortly. Some backend services, such as CRM integrations and voicemail notifications, will be restored later this evening.
- identified Oct 21, 2025, 03:13 PM UTC
Dashboard services have been restored, and softphone applications are being reinstated with priority.
- identified Oct 21, 2025, 03:57 PM UTC
The re-implementation of core services are still in progress, and is taking place slowly while we work to mitigate any residual issues.
- identified Oct 21, 2025, 03:58 PM UTC
We are continuing to work on a fix for this issue.
- identified Oct 21, 2025, 05:06 PM UTC
Services have been restored to handsets, mobile and desktop applications, and we're working on isolated cases of issues with dashboard access.
- monitoring Oct 21, 2025, 05:13 PM UTC
Dashboard access is also fully operational, and we will continue to monitor this incident for a prolonged period before marking it as resolved.
- resolved Oct 22, 2025, 08:04 AM UTC
After a successful period of monitoring all services remain fully operational; we are marking this incident as resolved and will continue to track the performance of all services closely. We sincerely apologise for the prolonged disruption, and are in the process of conducting a detailed investigation ahead of a Post Mortem to be provided ASAP.
- postmortem Oct 23, 2025, 09:19 AM UTC
A detailed RFO has been shared directly with partners and customers that have requested it.